Manager, Technical Support Engineering – Platform

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We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.

About the Team

Join our team and experience Workday We're a company that brings passion, customer focus, and technical innovation to enterprise applications and we believe in having fun while we do it. We work hard and take our commitments seriously, but one of our core values is fun, and we live that every day.

We're looking for a Manager, Technical Support Engineering to lead our Analytics Platform support team. This role blends people leadership, technical depth, and strategic collaboration to deliver world-class support to Workday customers. If you want to do meaningful work with people who care deeply about both excellence and culture, this is the place.

About the Role

People & Customer Leadership

• Lead, mentor, and grow a high-performing global team of analytics support engineers, fostering an inclusive, collaborative culture
• Build deep Workday Analytics domain expertise across Report Writer, Prism, People Analytics, Discovery Boards, and Accounting Center
• Ensure world-class customer outcomes by guiding resolution of complex analytics and reporting issues
• Maintain high customer satisfaction through timely case handling, clear communication, and proactive guidance
• Participate in and help manage a 24×7 on-call rotation, defining clear escalation paths for critical analytics incidents
• Conduct post-mortems and root-cause reviews to strengthen operational resilience and prevent recurrence

Technical Excellence & Cross-Functional Execution

• Drive deep technical investigation across analytics performance, query optimization, indexing, Prism pipelines, and system health diagnostics
• Identify and prioritize reliability and performance improvement opportunities across Support, Engineering, and Cloud Ops
• Develop metrics, dashboards, and trend reporting to monitor analytics system performance and support readiness
• Partner with Product, Engineering, and Customer Success to influence roadmap direction based on real customer signals
• Translate technical findings and customer needs into scalable processes, playbooks, and operational improvements
• Shape support strategy for Workday Analytics by converting business needs into actionable engineering and support initiatives

About You

Technical Skills & Knowledge

• Debugging & Troubleshooting: Expertise in diagnosing complex system issues, including memory leaks, query bottlenecks, and configuration errors
• Log Analysis: Strong ability to parse, interpret, and correlate large-scale log data to identify root causes and performance trends
• Distributed Systems: Understanding of distributed computing concepts such as load balancing, parallel processing, concurrency, fault tolerance, and scaling analytics workloads
• Data Analysis & Tooling: Proficiency in SQL for data extraction, transformation, and validation; hands-on experience with Python for data analysis, automation, and custom tooling
• Analytics Frameworks: Familiarity with BI/reporting platforms such as Workday Prism Analytics, People Analytics, or comparable enterprise analytics tools
• Jupyter Notebooks & Scripting: Experience using notebooks or similar tools for testing models, documenting insights, and reproducible analysis workflows
• System Performance: Strong knowledge of performance methodologies for optimizing reports, integrations, and analytics pipelines
• Business Data Structures: Working knowledge of financial and operational data (e.g., balance sheets, income statements, ledger accounts, workforce analytics)
• Communication of Insights: Ability to translate technical findings into clear, actionable recommendations for customers, leadership, and engineering partners

Qualifications

• Bachelor's degree in Computer Science, Information Management, Statistics, or related field; advanced degree a plus
• 6+ years of experience in technical support, analytics, or system performance, with 2+ years leading teams
• Strong background in analytics, reporting tools, and performance methodologies
• Excellent problem-solving, communication, and decision-making skills across technical and business audiences
• Proven ability to manage and grow technical teams while balancing customer, operational, and strategic priorities

Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

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